Experienced Customer Service Operations Supervisor – Remote Field & Patient Support Leadership

About brighthush

brighthush is a leading specialty pharmacy and healthcare solutions provider dedicated to breaking down barriers that prevent patients from accessing life‑changing therapies. With a focus on patient‑centric care, advanced technology integration, and a collaborative partnership model, brighthush empowers manufacturers, payers, and clinicians to deliver high‑quality, affordable treatments across the United States. Our mission is simple: to accelerate the journey from prescription to patient, ensuring that every individual receives the medication they need, when they need it.

Role Overview

As a Customer Service Operations Supervisor at brighthush, you will be the linchpin that connects our remote field team, patient support services, and internal stakeholders. You will oversee a dynamic, 100% remote contact center team of up to 20 professionals, guiding them to deliver exceptional customer service, enrollment support, and benefit investigation for our specialty pharmacy clients. Your leadership will directly influence key performance indicators, client satisfaction, and the long‑term retention of our valued partners.

Key Responsibilities

• Team Leadership & Development: Coach, mentor, and develop a high‑performing remote team. Conduct regular 1:1s focused on performance, goal setting, and career growth.
• Operational Oversight: Manage daily operations, staffing schedules, and timecard administration to ensure optimal coverage and productivity.
• Process & SOP Management: Create, update, and enforce Standard Operating Procedures and work instructions that align with client contracts and internal policies.
• Performance Analytics: Coordinate weekly, monthly, and quarterly reviews of program metrics. Present dashboards to senior leaders and client stakeholders, highlighting trends and improvement opportunities.
• Change Management: Evaluate, test, and approve program changes, including IT platform upgrades and business rule modifications. Report system issues that impact CRM or productivity.
• HR & Compliance: Handle hiring, onboarding, interviews, and personnel recommendations. Coordinate corrective actions, including terminations when necessary, in partnership with senior leadership.
• Client & Partner Liaison: Maintain regular communication with clients and third‑party partners, ensuring alignment on service levels and expectations.
• Continuous Improvement: Identify and implement process efficiencies to reduce manual work and enhance service quality.
• Team Collaboration: Host bi‑weekly or monthly team meetings to discuss updates, SLAs, KPIs, QA findings, and emerging trends.
• Reporting & Documentation: Produce corrective and preventative action reports, and contribute to quarterly business reviews presented to clients.

Essential Qualifications

• Bachelor’s degree or equivalent work experience.
• 3–5 years of experience in patient support, customer service, or related fields.
• Proven management or supervisory experience.
• Exceptional communication, presentation, and time‑management skills.
• Advanced proficiency in Microsoft Office (Word, Teams, Outlook, PowerPoint, Excel with pivot tables and basic formulas).
• Commitment to continuous personal and team development.
• Ability to work independently and prioritize tasks in a fast‑paced environment.
• Travel readiness up to 10% of the time.

Preferred Qualifications

• Experience in the specialty pharmacy or healthcare services industry.
• Knowledge of CRM systems and benefit investigation processes.
• Familiarity with remote workforce management tools.
• Experience with data‑driven performance metrics and dashboards.

Skills & Competencies

• Leadership & Team Building
• Strategic Planning & Execution
• Analytical Thinking & Problem Solving
• Stakeholder Management
• Change Management & Process Improvement
• Customer‑Centric Mindset
• Adaptability & Resilience
• High Emotional Intelligence

Career Growth & Learning Opportunities

At brighthush, we believe that your growth is our success. As a Supervisor, you will:

• Gain exposure to cross‑functional teams, including IT, Compliance, and Business Development.
• Participate in leadership development programs and mentorship initiatives.
• Lead strategic projects that shape the future of patient support services.
• Advance to roles such as Operations Manager, Director of Customer Experience, or Program Lead.

Work Environment & Culture

brighthush thrives on a culture of innovation, collaboration, and inclusivity. Our remote-first approach empowers you to work from anywhere in the U.S., while our team‑centric values ensure you feel connected, supported, and recognized. We celebrate diversity, encourage open dialogue, and reward creativity. Your voice matters, and your contributions shape the way we serve patients and partners.

Compensation & Benefits

We offer a competitive salary range of $68,500 – $87,930 per year, commensurate with experience and qualifications. In addition to base pay, you will receive:

• Health, dental, and vision coverage
• Paid time off and holiday schedule
• Health Savings Account (HSA) and Flexible Spending Accounts (FSAs)
• 401(k) retirement plan with company match
• Short‑ and long‑term disability coverage
• Paid parental leave and family‑friendly policies
• Wellness programs and resources for work‑life balance
• Access to myFlexPay for early wage access

Remote Work Details

All U.S. residents are eligible to apply. Your remote workstation will be fully equipped by brighthush, including:

• High‑speed broadband connection (minimum 15 Mbps download, 5 Mbps upload,
• Hardwired router connection with surge protection
• Dedicated, quiet, private workspace
• Company‑issued laptop and peripherals

Training will occur during the first week (8:00 am–5:00 pm CT) and is mandatory. Your schedule will be flexible within the core hours of 8 am–5 pm CT.

Application Process

Ready to make a difference? Submit your application through the brighthush portal. We review applications promptly and aim to close the position by November 20, 2026. Early applicants are encouraged to apply as soon as possible.

Join brighthush – Where Innovation Meets Compassion

As a Customer Service Operations Supervisor, you will be at the forefront of transforming patient access to specialty therapies. Your leadership will drive operational excellence, elevate client satisfaction, and empower a remote team to deliver world‑class service. If you thrive in a fast‑moving, patient‑focused environment and are ready to lead with purpose, brighthush invites you to apply and help us bring life‑changing treatments to patients across the nation.